We are looking for candidate who loves challenges and working in a fast-paced environment utilizing their technical expertise confidently and a passion for troubleshooting and analysis. You will be part of the technical support team that provides the technical support to our customers. You should be a resourceful team player who is self-motivated, responsible and able to work well under pressure. You should have the potential or ability to lead a group of technical support engineers handling technical problems.
Your job scope involves providing end customers and partners with in-depth technical assistance in the use of ANTlabs products and solutions, cooperate with the sales and professional services teams to ensure ongoing customer success and satisfaction, and participate in the creation and maintenance of support documentations.
To join our team, you should:
- Have at least 3 years experience working with Linux OS (Centos)
- Be comfortable in handling critical customers solution projects
Job Description
1. Project Support.
- Responsible as Principal Engineer for assigned solution projects
- Understanding of scope environment of existing project support & manage customers
- Troubleshoot and recover customer services within SLA (onsite/remote)
- Require traveling to customer sites when needed
- Provide necessary technical training for new staff, L1 or customer (when needed)
- Take over upcoming new projects from Solution Team, understand technical solutions and provide support
2. Product Support.
- Perform technical escalation point for Service Desk (L1)
- Able to perform troubleshooting and identify the abnormality (Cloud platform and gateway products)
- Troubleshoot and recover customer services within SLA
- Analyse customer report issues, timely escalate issues to Technology Team and work for solution(s)
3. Prepare and accurately execute (remote/onsite) MOP (Method of Procedure) and verify services
4. Timely share available new updates for relevant solutions to customers and schedule patch update
5. Maintain solution projects detailed database and update accordingly
6. Maintain OPS, NMS and perform basic operations
7. Perform weekly rotational on-call standby duties
Skill Sets
- Working knowledge and understanding of basic protocols (TCP/IP, DNS, HTTP, DHCP, RADIUS, SMTP, SNMP)
- Good hands-on working experience in - Database (MySQL, MariaDB), Clustering/HA (Pacemaker, Heartbeat, DRBD) & Web services - Apache/Nginx
- Troubleshooting skills to analyse and isolate technical issues
- Technical explanation and incident management skills
- Experience in technical support operation for external customers solution projects and ensure customer service within SLA
- Experience in server-grade hardware maintenance
- Experience in deploying and maintaining Cloud-based solutions (preferred experience in AWS)
- Experience in virtualization platform (KVM, VMware, Kubernetes, Docker)
- Experience in automation (Ansible)
- Experience in bash scripting
- Some knowledge of PHP and Perl scripting
- Some knowledge of using Wireshark would be beneficial
- Good understanding on basic networking, Wireless technology and authentication (EAPSIM, EAP-PEAP,802.1x)
- Experience in ELK, Speedtest application
Personality
- Good work ethics
- Self-starter
- Innovative
- Must be able to work as a team
